ANZ Slammed for Overcharging Deceased Estates

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

The BCCC's accusations are centered on ANZ's failure to cease or refund fees charged to deceased customers' estates in a timely manner. The committee also noted that ANZ did not respond to inquiries or instructions from the representatives of these estates within the 14-day period mandated by the 2019 Banking Code of Practice.

The violations, spanning more than four years from July 2019 to September 2023, involved ANZ's inability to quantify the extent to which it was in breach of these code obligations. The bank has since committed to remediating $3.25 million to around 19,000 affected estates.

This action against ANZ follows closely on the heels of a similar sanction imposed on Westpac for its poor handling of a regional branch closure. According to the BCCC, another unnamed bank was given a formal warning for similar issues, though the financial impact and number of affected estates were significantly lower.

The BCCC listed several reasons for its stringent action against ANZ:

1. ANZ's inability to accurately monitor and report the 14-day obligation breaches.
2. Delayed internal measures to prevent additional breaches after an audit in September 2022.
3. Slow response in addressing customer issues identified back in February 2022, with remediation expected to be completed only by July 2024.
4. Delays in responding to estate representatives, exacerbating the emotional and logistical burdens on bereaved families.

Significantly, the BCCC highlighted that in June 2023, ANZ introduced an automated tool to waive fees upon receiving death notifications. However, this measure came more than a year after the initial problem identification.

The committee pointed out that more than 7,000 delayed cases are awaiting resolution, each requiring manual review to identify potential breaches. ANZ plans to send approximately 10,604 apology letters and pay financial compensation totaling around $667,915 to affected representatives.

BCCC Chair Ian Govey expressed considerable concern over ANZ's Code breaches, describing them as intensely problematic and warranting the severe sanctions imposed. Govey criticized ANZ’s slow remediation process, saying it "did not meet expectations" and that the bank "should have done more to address this more quickly."

The sanction stems from a 2023 inquiry by the BCCC into banks' adherence to the deceased estates provisions in the Banking Code of Practice, implemented to ensure institutions follow best practices in handling such sensitive matters.

Last week, financial regulator ASIC approved updates to the Banking Code that include revised steps for securing accounts following customer deaths. These changes are slated to take effect after 28 February 2025.

This evolving regulatory landscape underscores the importance of timely and compassionate handling of financial matters for deceased estates, an area where ANZ has evidently fallen short.

Published:Thursday, 4th Jul 2024
Author: Paige Estritori

Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.

Share this news item:

Finance News

Clear

Yamaha's Innovative Wireless Controller Revolutionises Boat Handling

15 Apr 2026: Paige Estritori

Yamaha Australia has unveiled a groundbreaking wireless controller for outboard engines, marking a significant advancement in marine technology. This innovative device integrates seamlessly with Yamaha's Helm Master EX system, offering boaters enhanced control and flexibility. - read more

MA Financial's Strategic Expansion into Gold Coast Marina

15 Apr 2026: Paige Estritori

MA Financial Group, a prominent alternative asset manager, has recently expanded its marina portfolio by acquiring the Gold Coast City Marina & Shipyard. This strategic move underscores the company's commitment to enhancing Australia's marine infrastructure and catering to the growing demand for premium boating facilities. - read more

Marinas26 Conference Unveils 'Future Smart' Program

15 Apr 2026: Paige Estritori

The Marina Industries Association (MIA) has announced the program for Marinas26, its flagship biennial conference and trade exhibition, set to take place from 24-27 May 2026 at the RACV Royal Pines Resort on Queensland’s Gold Coast. Themed 'Future Smart,' the conference aims to explore transformative trends and technologies poised to redefine the marina and boatyard sectors across the Asia-Pacific region and beyond. - read more

Inaugural Great Barrier Reef Conference Highlights Marine Industry's Economic Impact

07 Apr 2026: Paige Estritori

The inaugural Great Barrier Reef Commercial Marine Conference, held on 11 March 2026 in Cairns, brought together 50 industry leaders, operators, and suppliers to discuss the future of Australia's commercial marine sector. Sponsored by Tropical Reef Shipyard, the event provided a platform for collaboration and insight-sharing among key stakeholders. - read more

2026 Australian Marine Industry Awards: Honouring Excellence in the Marine Sector

07 Apr 2026: Paige Estritori

The Australian Marine Industry Awards are set to return in 2026, celebrating outstanding achievements across the nation's superyacht, marine export, and commercial marine sectors. Presented by the Australian International Marine Export Group (AIMEX), these prestigious awards are open to members of AIMEX, Superyacht Australia, and the Australian Commercial Marine Group (ACMG). - read more

Australian Marine Industry Achieves $229 Billion Economic Milestone

07 Apr 2026: Paige Estritori

Australia's marine industry has reached a remarkable economic milestone, with its output soaring to $229 billion in 2023. This 19% increase from previous years underscores the sector's robust growth and its pivotal role in the national economy. - read more

Click for more Finance News